How can the Home Ministry improve service delivery at its Johor complex?

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Improvements Needed for Home Ministry Service Delivery in Johor Baru Complex

The Home Ministry (KDN) Complex in Setia Tropika, Johor Baru, is facing significant challenges with service delivery, resulting in prolonged waiting times and considerable public dissatisfaction. Visitors have reported enduring hours of queuing, often arriving early in the morning without having had breakfast, only to face extensive delays in obtaining service. This situation has been ongoing since May 1, impacting various demographics, including senior citizens and individuals with young children.
Two-Step Waiting Number System Contributes to Delays

A key factor contributing to the lengthy wait times appears to be the complex's two-step waiting number system. Individuals first need to obtain a waiting number from an immigration officer at the entrance before being permitted entry. Subsequently, they must acquire a second waiting number at the counter specific to their particular service needs. For instance, Nur Hazwan Sharifulazman, aged 37, arrived at 7:50 am for passport renewal inquiries and, after receiving an initial number, waited an additional four hours, from 8 am to 12 noon, to get the counter number for the immigration office.
Extended Wait Times for Routine Services

The extended waiting periods are not isolated incidents. Mohd Nasiruddin Md Nazim, 31, also experienced substantial delays while seeking information regarding his passport renewal. Despite online processes being available for certain services, such as passport renewals, the physical collection or inquiry often necessitates a visit to the complex, leading to these prolonged queues. Reports indicate that many visitors are forced to wait for hours after their initial entry into the complex.
Ongoing Issue Prompts Government Attention

The persistent problem of long queues and service delays at the KDN Complex has been a recurring issue since the beginning of May. The situation has garnered attention from state officials, with Mentri Besar Datuk Onn Hafiz Ghazi personally visiting the complex to assess the conditions. Following his visit, the Mentri Besar requested a meeting with the state Immigration director, Baharuddin Tahir, to address the public's ongoing difficulties.

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How can the Home Ministry improve service delivery at its Johor complex?

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